Best Western Plus McCall Lodge & Suites — Hotel in McCall

BE FOR WARNED before making a reservations at McCall Best Western!!! I called to make a reservation and I was told $229 for a Saturday (Winter Carnival). As I proceeded to check out the woman told me, " now this $229 will automatically be charged to your credit card." I hesitated, then agreed, got my confirmation number & ended the call. The night before my husband notified me we were charged $379 on the credit card to the McCall Best Western. I called them that night but ended up having to wait to talk to the manager, Jessica, the next morning. She told me that I was not told that price of $229, the price has never changed, & there is nothing we can do. I told her that the employee gave me the $229 price TWICE & Jessica proceeded to tell me "no" she did not. Jessica then continued to tell me that the clerk sent me an email confirmation. I told Jessica that I had not received the email and she proceeded to tell me it probably went to my spam. I told her I had looked all over and I did not receive it. And yet again Jessica told me she/the clerk did send it. "No" she did not! But ironically after ending my call with Jessica I received an email confirmation. "Yes" I did receive it, at 7:36am after my conversation with the manager, Jessica. I am truly upset because in the last 12 months I have stayed at several hotel/motels in small towns to large cities & I have NEVER had this happen. After my unfortunate experience, I went online & read similar incidences that happen to others. I have stayed at this hotel a few years ago & we were hoping for another great experience but that was not the case. All I can say is...PLEASE be careful when making Reservations!!! FOLLOW UP.......to Jessica's response. It is pretty clear we are on two completely different wave lengths. Your service recovery should be held to higher standards, but the 4 cookies with the Tamarak sticker does not resolve this situation. I don’t pretend to enjoy spending my time replying to reviews and your fluff, but this one made me upset. Fact #1: The quote that was provided for the room was $229. I would not have mistaken that. However, $329 ($379 with tax and other fees) is just absurd for a Best Western.This is price gouging to the core and I would not have fallen for that! Coaching and follow-up with a staff member may have done the trick. Changing prices on a weekly basis would be hard to remember. Fact #2: A confirmation was never e-mailed at the time of reservation, trust me, I looked high and low (spam, inbox, etc). Perhaps you have a glitch in your system or the process was not completely followed or you may have a training opportunity with a staff member? What is ironic, is that I received a confirmation e-mail on Saturday morning at (7:23AM) a few short minutes after we spoke. Weird! Fact #3: I spoke with John on Friday night. He quickly noted he did not have the authority to resolve the issue (per phone conversation he had with you), but you would be in on Saturday morning at 7AM and I could call you then. John was pleasant! Fact #4: When I spoke to you on Saturday morning, you stated the charge has already been made and there was nothing you could do about it. There was NEVER an offer to have someone else take the reservation. This is something I would have gladly accepted. Or I would have would have gladly accepted the quoted price of $229. Instead you said the only option was to stay the night, it had already been charged. We never had any intent on cancelling the reservation, but wanted the quoted room rate. Fact #5: We have no future plans to stay at Best Western McCall again. Which is unfortunate, it is actually a pretty nice place, but there are plenty choices in and around McCall, including Shore Lodge (for that price). And Finally, Fact #6: It is not about the $100-$150, it is about the way you handled this situation which could have easily...

The hotel itself it nice enough, we enjoyed the pool, hot tub and sauna and loved that they had non-kid hours for the pool (10-midnight). Breakfast was OK, each day they ran out of many items and they were not replenished, one day with over an hour left and the other over 30 minutes left until breakfast was over. Be aware that breakfast ends at 9:30 at this hotel, that's pretty different from most others where they give you until 10. The staff were cheerful and helpful for the most part. They gave us recommendations for dinner as well as cross country skiing that were excellent.

The beds here are absolutely HORRIBLE! They are hard as a rock. The first night I woke up twice because my arms were going numb. I'm a side sleeper and whatever side I was laying on that arm would go numb and wake me up. The next night I propped myself up on 2 pillows instead of 1 and, though my arms didn't go numb, I could barely sleep. I've since read other reviews about the beds and the manager's response that they are sealy posturepedic mattresses. I don't care what kind of mattress they are, they are completely uncomfortable and far too hard. I like a firm mattress but this was beyond firm, like sleeping on a slab of concrete or sheet of wood.

Sleeping was made harder by the fact that the heaters in the rooms do not keep the rooms at the temp you set it to. This wasn't just our room either, as they had to move us to another room when the first one they gave us had wet carpets from being cleaned that same day (why would you not keep that room to the last one to give out?) and the heater in that room wasn't keeping the room at the correct temp either. We set the temp for 64 at night hoping it would cool off enough for us to sleep but it never did. We ended up opening the widows despite the snow and freezing temps outside. No matter what you set the temp for it was significantly hotter in the room. We were also on the first floor so our room was not impacted by heat rising from the rooms below us.

I'd also like to mention that giving us a room with completely wet carpets that smelled like a bottle of perfume had been emptied in the room was not OK. Further, when we called to see if we could switch rooms (we had checked in early after all and knew many people hadn't checked in yet) we were told at first that the hotel was full and there was nothing they could do. Only after insisting did they let us talk to someone else who switched our room for us. I really don't understand why you wouldn't make some changes and save that room with the wet carpets for the last room of the night to be given out. That way you could give it some time to dry and not make other guests change rooms. We'd already unpacked our toiletries and clothing and had to pack it all back up to switch rooms. I also had wet socks which would have been a huge problem if I hadn't brought more than what I needed for the 2 days we were there. All in all I don't think we'd stay in this hotel again since there are several other options in town and I'd like to actually be able to sleep when we...

Update #2: I am appalled that such blatant lies have been told! The general manager updated her response and is telling lies. We came in and spoke to you at 11am. My friend and I never raised our voices or were in any way drunk, belligerent or aggressive. We don't drink when we wake. Lol! You're lying and I promise everyone I know will hear about you, Jessica the General Manager, to top it all off. You're banning us from your hotel. For what, lies being told. Crazy is what you are and how embarrassing for Best Western. Unfortunately for you and the hotel we are local so people will know and I'm not done yet!

UPDATE: Isn't it ironic that the person who gave us terrible customer service is also the one who offered her input on my experience via my review. Blows my mind she is the manager. So I'll respond again.

1. it was the middle of the night, and we did what could be done ourselves without trying to wake up the entire room.
2. we called and asked for the room before we booked with the front desk. He said it wasn't available, and it was also the same price regardless of the amt of adults. I always try different ways to book before deciding on which one to use. The price was the same we didn't save any money going through BW online or a 3rd party we used which one had it available. Yes the town itself is wonderful but the people who are in it are slowly turning people away. Had Jessica not been so condescending maybe things would have been different. You have once again proved my point customer service is key and now knowing you're the manager also makes sense with your treatment. You aren't scared of repercussions.
3. BTW we paid way more than the typical price by double and not comparable with the rest of the town. We had other friends sleeping in and around town.
4. Jessica was the one who also tried to pretend she upgraded me (lies)

We came for a quick birthday trip. Paid $487 for one night for 2 queens and a sofa bed. Our air conditioner didn't work we messed with it all night. The smoke was heavy outside from the wildfires so we couldn't open the windows. Unfortunately we were sweaty and uncomfortable the entire night. We spoke with Jessica at the front desk she alluded to how we should've let them know no matter the hour of night/morning. As well as telling us she could've charged us more since we had all adults in our room...5 for a 6 person room🤔🙄 instead of offering a discount or a refund. Why the threat. Serious issues with customer service. Their job is to make sure their room is up to par not mine. We have stayed here before and loved it but we won't return. The price was outrageous and they tried to play it off like we got an upgrade when we paid for it the way it was. Great customer service will always make me re- consider even a mediocre room. Too bad they need haven't learned that yet. Not to mention housekeeping knocked on our door 3 times before we even...